Job Ref: 213692832

Date: 2021-05-06 14:49:38

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AMAZING OPPORTUNITY* to join a Global Telematics company and see where it leads…
Do you have strong experience in leading technical B2B customer support teams within a call centre environment and are looking for your next step? This opportunity based in Milton Keynes is for you!
Start: ASAP
Duration: Permanent
Location: Working from home until we return to the office in Milton Keynes
Hours of work: 9:00am – 5.30pm Monday to Friday
We have promoted an existing Team Leader and now we have an exciting opportunity for a Customer Support Team Leader to join the team!
Reporting to the Customer Support Manager the successful candidate will be able to demonstrate not only success of their own KPIs and achievements but their ability to motivate others to stretch themselves to achieve their targets and development.
WHAT YOU WILL DO
As a key member of the Customer Support team, your contribution to the overall customer experience will be instrumental. You will be based in Milton Keynes and work closely with your team members and different areas of the business to resolve B2B customer enquiries to ensure the desired outcome is achieved.
To break it down, your responsibilities will include:
* Motivating and guiding your team in stretching themselves in their development and in achieving their goals.
* Conducting regular one to one meetings with your team members, guiding their development and successes throughout the year to achieve goals
* Working within SLA’s – Ticket Resolution Times, Call Handling Times
* Dealing with and resolving customer technical queries quickly with a friendly and efficient manner, often under pressure.
* Identifying the need to escalate more complex queries to the relevant teams or departments
* Liaising with internal teams to find resolutions for customer issues
ABOUT YOU
At Teletrac Navman, we believe in your potential to make an impact. And we believe in giving you the opportunity, accountability and visibility to do just that.
So if YOU are a Customer Support Team Leader in a call centre, are skilled in resolving technical customer queries and passionate about developing your team to deliver great service we want to hear from you!
What will help you succeed in this role:
* 1+ years’ team leadership in a call centre environment
* 2+ years’ experience in B2B technical customer support within a call centre environment
* Hands on approach and be able to lead by example
* Enthusiastic and Driven with a passion for exceeding customer expectations
* Skills in managing, motivating and monitoring team performance
* Adaptable to an ever-changing environment and changing business needs – strategic and a problem solver – Ability to multi-task in a pressured environment
* Analytical skills and ability to translate data into actionable tasks/projects
* Strong communication and collaboration skills with the ability to work effectively with cross-functional teams
* Organisational & time management skills to ensure deadlines are met
* IT literate and good knowledge of MS office tools
* Experience of using SAP / CRM systems
What would be highly beneficial:
* Prior experience within customer service/support environment preferably in a SaaS business
You will enjoy:
* Development opportunities with 1:1 coaching/mentoring, online courses, product training, joining project teams and so much more
* Community Impact: Volunteering and fundraising activities
* Networking Opportunities: Inclusion & Diversity Employee Group and social communities
* Employee Assistance Program (EAP), health insurance and other wellness initiatives
* Access to discounted retailers and healthcare benefits
* 23 days annual leave increasing to 25 days
If you are passionate about technology and have relevant experience in providing support to customers and leading teams to deliver excellence – apply now!
Applicants for this position must have the right to live and work full time in the UK

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